Process requests

Act on a request and update request information to process the request through its workflow steps.

Act on a request

After submitting a request, you act on the request to move it through its workflow steps.

To act on a request:

  1. Open a request.

    The toolbar of the request lists action buttons that you have permission to perform.

    Tip: The number of workflow steps displayed on the toolbar depends on your screen resolution. To see more workflow steps, you can:

    • Select a higher screen resolution from the Control Panel.

    • Maximize your browser.

    • Press ctrl and - to zoom out your browser.

    Note: When the initial step of a workflow involves immediate execution, there is currently no visual clue indicating whether the execution is ongoing or completed. We recommend that after you submit a request using such a workflow, wait until the step completes. If you open a request and find that it is not updated, refresh or reopen the request details page after the step completes.

  2. To act on the request, from the toolbar, click an available action.

    • Some actions, such as Accept and Reject, move the request to the next step in the workflow and require no additional input.
    • Other actions, such as Assign Resource or Delegate Decision, require that you provide additional information.

      If the action you take on the request requires you to provide more information, a request "look-ahead" page opens. To complete the action, provide information in the required fields that are marked with a red asterisk. If you cannot provide all the information immediately, click Save on the look-ahead page to save the information you have provided.

    • Some actions change the status of a field. For example, a disabled field can become enabled or required (marked with a red asterisk). Check the header and details sections for newly enabled or required fields.

    • A request can have a reference relationship that places it on hold until another request (or other referenced entity) is completed. If the request has such a reference relationship, the available actions contains the Override button. To override the referenced relationship and allow the request to continue through the workflow, click Override.

    • A request can have UI rules that make some request fields invisible. If all the fields in a request section are made invisible by UI rules, you can hide this section by setting the HIDE_SECTION_WHEN_ITS_FIELDS_ARE_HIDDEN_BY_UI_RULES to true.

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Assign resources to requests

See Assign resources to requests

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Add references to requests

You can add references to a request to provide additional information to the request. In some cases, you can create a functional dependency between a request and the referenced entity.

For details, see Add references to requests.

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Align requests with strategic themes

When a request is added to a portfolio, the portfolio's strategic themes are passed down to the request, you can align the request with the one of the portfolio's strategic themes. If a request is added to more than one portfolio, you can align the request to each of these portfolio's strategic themes, one strategic theme per portfolio. by filling the Strategic Theme field in each portfolio section.

To align the request with one or more strategic themes:

  1. Open a request.

  2. In the Strategy section (tab), locate a portfolio from which you want the request to inherit one of its strategic themes.

  3. In the Strategic Theme field, select one strategic theme for the request, so that the request inherits the strategic theme that is used by the portfolio. This links the request with the portfolio in terms of business value.

  4. Repeat these steps if you want to align the request with another portfolio's strategic theme.

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Forecast request contributions to KPIs

When your request is aligned to a portfolio strategic theme, KPIs related to the business goals that serve the strategic theme are listed as relative KPIs. You can forecast how much impact your request would make on these KPIs. Such forecasted values are KPI impacts.

Request's relative KPIs

Which KPI is a request's relative KPI depends on whether the request is aligned to a strategic theme, as described in the table below:

Scenario Which KPI is picked
If the request is aligned to a portfolio strategic theme

PPM picks the KPIs related to the business goals that serve the portfolio strategic theme as the relative KPIs, assuming these KPIs have the strongest correlation with the request.

In case the portfolio strategic theme with which the request is aligned does not have related KPIs, PPM picks the KPIs related to the portfolio's other strategic themes as relevant KPIs. You should then decide which irrelevant KPIs can be ignored.

If the request is not aligned to a portfolio strategic theme PPM picks the KPIs related to all the portfolio's business goals as relative KPIs. You should then decide which irrelevant KPIs can be ignored.

Add request's impacts to a KPI

If you find a KPI is relevant to your request, you can enter impacts (forecast how much value your request produces) to the KPIs.

To add a KPI impact:

  1. Open a request and click the Strategy tab (section).

    The Strategy section lists the portfolio(s) to which the request is added. In each portfolio section, below the portfolio name, lists the KPIs that are related to the portfolio's business goals.

  2. Locate the KPI, and click Add Impact.

  3. Enter the impact value and the effective date of that value.

    Example: If you add an impact for the KPI "revenue growth", the impact value is 3%, and the effective date of Oct. 31, 2018, it implies that the request will probably produce a 3% increase in revenue by the effective date.

  4. Save the impact.

Ignore and un-ignore irrelevant KPIs

If you find a KPI not relevant to your request, you can ignore the KPI. To ignore a KPI, click the Ignore button in the KPI. The KPI is moved to the Ignored KPIs list.

If you later find the KPI relevant, un-ignore the KPI by clicking the Un-ignore icon. The KPI is moved back to the relevant KPIs list.

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Add tags to requests

You can add tags to requests to apply identifiers. After tags are added, you can search, filer, or group requests by tags.

    Note:
  • To enable the tag functionality, make sure your administrator includes the tag field in the request. For details, see Create fields for request types.
  • The list of tags is universal across all modules and request types in PPM.

To add a tag to a request:

  1. Open a request.

  2. Click + in the Tags field in the request details page.

  3. Select an existing tag, or type the name of a new tag and then click the tag to add it to the list.

    As you type, suggestions appear based on your previous tag usage.

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Save a request for later

If you want to save a request without filling all the mandatory fields, click Save for Later in the request details page. This is especially helpful in the following examples:

  • It takes long to get the value of a mandatory field.
  • A workflow step requires information of a large number of fields, and you find it difficult to provide all of them at one time.

Saving a request for later does not change the status of the request. It keeps the request in the current status.

Enable Save for Later

Your PPM administrator should turn on the Save Request Details for Later feature toggle.

Save Draft and Save for Later

  • Before request submission, you click Save Draft to save a request without filling all the mandatory fields.
  • After request submission, you click Save for Later to save a request without filling all the mandatory fields.

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See also: